Technical Customer Service Agent

Technical Customer Service Agent (French/English Speaking) Department: Technical Customer Service Employment Type: Full Time

Location:
City of Industry, CA Compensation: $24.00
- $28.00 / hour Description iBUYPOWER is seeking a bilingual French/English PC technician with customer service skills/experience to join our Technical Support Department as a Technical Customer Service Agent. This position is responsible for diagnosing/troubleshooting issues on desktop and laptop computers, as well as resolving basic customer service issues through verbal and written communications (voice, emails, chats, SMS, social media, discussion/review site posts.). The ideal candidate should possess advanced troubleshooting skills, knowledge of current PC hardware/software, and a passion for technology and helping others. Additionally, fluency in both written and verbal English and French is required to effectively assist our growing customer base in Canada.

Key Responsibilities
Ensure customer satisfaction is of the highest priority and accomplished by exploring all available means; identify when issues need to be escalated for resolution Troubleshoot and diagnose personal computer issues Respond to customer concerns made through general email tickets, live chats, telephones Repair and/or rebuild defective personal computers, as needed Protect and enhance brand through top-level service Issue RMA and sales orders for parts; follow up to ensure customer satisfaction Perform basic customer service functions Input data and notes into customer records Communicate with customers to request and provide information Update customer records according to findings and actions Required Qualifications Fluency in both English and French, both written and verbal, is required. Excellent verbal and written communication skills. Proven quality customer service skills. Experience in desktop and laptop computer repair in a professional capacity Basic and advanced troubleshooting skills. Knowledge of current PC hardware and technologies. Ability to assemble computers from the component level Training and experience in conflict resolution are a plus. Experience in help desk and customer service call centers. Experience with CRM and various knowledge base software is a plus. Advanced proficiency with current versions of MS Windows. Unix/Linux knowledge and proficiency a plus. Works well within a team environment, willingness to share knowledge and experience. Moderate lifting of personal computers up to 50 LBS. Willingness and ability to work overtime or remotely, as needed. Training and/or experience in conflict resolution a plus PC hardware enthusiast or passion for PC technology a plus. Benefits Medical, Dental, Vision Insurance PCP & Specialist Office Visit Reimbursements Basic Life Insurance PTO & Sick Leave Days Paid Holidays Day Off to Celebrate Your Birthday 401K & Employer Match #J-18808-Ljbffr iBuyPower